Our Complaints Procedure
This procedure explains how we will deal with your complaint.
Any informal or formal complaint can be made if you are unhappy with the process or our handling of your requirement of the quality of our services received pre and post agreement.
Stage 1 - We would like to resolve your complaint as
quickly as possible. Most difficulties can be resolved at an early
stage by talking informally with Chris Taylor or Ian Strong on 01925 753529
Stage 2 -If you feel the problem is still not resolved to your satisfaction, please request our formal complaints form and forward it with a covering letter/email addressed to Chris Taylor or Ian Strong as specified in the contact section below. To help us assess your complaint please provide the following information:
You should keep copies of all information submitted for your records.
You should expect an acknowledgement of your complaint within 5 working days of submitting a completed formal complaints form and a full written response within 28 days. If this is not possible we will keep you informed in writing of the progress being made towards the consideration of your complaint.
We aim to resolve all complaints within 15 working days of your initial contact.
If you remain unsatisfied with a decision taken in respect of a complaint or appeal you may contact the financial Ombudsman on 0800 0234567.
Consumer credit customers should note that in some instances due to Data Protection rules we may need to refer you directly to the finance provider, we will advise you of this if it applies to you.
Consumer credit customers also have the legal right to refer unresolved disputes to the Financial Ombudsman Service within 6 months from the date of the final decision provided to you.
Complaints in writing to: Chris Taylor or Ian Strong
Mail: NorthFinancial, Brook Farm, Swineyard Lane, High Legh, Cheshire, WA16 0SD
Telephone: 01925 753529
Email: firstname.lastname@example.org / email@example.com
Financial Conduct Authority: 25 The North Colonade, Canary Wharf, London, E14 5HS. Tel 0207 066 1000